The document appears to be a set of slides from a presentation on creating an outstanding customer experience on a website. The presentation covers understanding the customer's purpose for visiting the site, making their goal easy to accomplish, the importance of site appearance and speed, reputation management, customer service, reducing clicks, using social media, and being aware of pricing. The presentation aims to provide merchants guidance on optimizing the online customer experience.

1. Creating an Outstanding Customer
Experience on Your Web Site
Internet Merchants Association
Las Vegas, Nevada
March 26, 2012

2. History
• Based in San Diego, California
• Founded in 1995
• Data Centers in California, Florida and Georgia
• Focus on scalability, rapid deployment and ease of use
Slide 2 Miva Merchant Confidential

3. The customer has their own purpose for being on your site
• Figure out that purpose
• Analytics
• Search Engine Optimization
• Landing Page Optimization
Slide 3 Miva Merchant Confidential

4. The customer has their own purpose for being on your site
Slide 4 Miva Merchant Confidential

5. The customer has their own purpose for being on your site
Slide 5 Miva Merchant Confidential

6. The customer has their own purpose for being on your site
Slide 6 Miva Merchant Confidential

7. Serve the customer’s purpose for coming to your site
• Resist the urge to serve your purpose
• Especially vanity purposes
Slide 7 Miva Merchant Confidential

8. Make goal accomplishment EASY
• Color Selection
• Above the fold
• Checkout
Slide 8 Miva Merchant Confidential

9. Make goal accomplishment EASY
Slide 9 Miva Merchant Confidential

10. Make goal accomplishment EASY
Slide 10 Miva Merchant Confidential

11. Make goal accomplishment EASY
Slide 11 Miva Merchant Confidential

12. Site appearance matters
• Professionalism is a must
• Not all screens are equal
• Not all browsers are equal
• Not all locations are equal
Slide 12 Miva Merchant Confidential

13. Site appearance matters
Slide 13 Miva Merchant Confidential

14. Site appearance matters
Slide 14 Miva Merchant Confidential

15. Site Speed Matters
• Your site should load within 2-3 seconds
• People don’t trust slow sites
Slide 15 Miva Merchant Confidential

16. Reputation Matters
• Yelp
• Twitter
• Facebook
Slide 16 Miva Merchant Confidential

17. Reputation Matters
Slide 17 Miva Merchant Confidential

18. Customer Service Matters
• Order History
• Easy Returns
• Get ahold of you
Slide 18 Miva Merchant Confidential

19. Customer Service Matters
Slide 19 Miva Merchant Confidential

20. Customer Service Matters
Slide 20 Miva Merchant Confidential

21. Numbers Of Clicks Matter
• Use guidance for multiple clicks
• Don’t add unnecessary steps
• Think of it like a maze
Slide 21 Miva Merchant Confidential

22. Numbers Of Clicks Matter
Slide 22 Miva Merchant Confidential

23. Numbers Of Clicks Matter
Slide 23 Miva Merchant Confidential

24. Social Media Matters
• Customers like to be engaged
• Reviews Work
• They’ll be your best sales force
• It’s not that hard
Slide 24 Miva Merchant Confidential

25. Social Media Matters
Slide 25 Miva Merchant Confidential

26. Price Matters
• You don’t have to be the cheapest
• 20% +/- premium for trust
• You do have to be aware of your pricing
Slide 26 Miva Merchant Confidential

27. Ecommerce Marketplace
Websphere
ATG
completeness of functionality
NetSuite
MIVA MERCHANT Magento
Volusion
Shopify
Yahoo Store
Amazon
Ebay
Paypal
pricing
Slide 27 Miva Merchant Confidential

28. Ecommerce Distribution in Top 100,000 Sites
TheFind Upfront
Yahoo Store
Magento
Miva Merchant
Volusion
osCommerce
AspDotNetStorefront
VirtueMart
Zen Cart
X-Cart
Slide 28 Miva Merchant Confidential

29. Thank You
Contact Information:
(800) 608-MIVA
www.mivamerchant.com
Rick Wilson
rwilson@mivamerchant.com
Slide 29